So, Richard at Dell, I'm having a Dell problem and the twitter crowd suggested I bring it to you.
I write. I edit. I work for three publishers and I also have to other self-run businesses for which I use my computer. My clients see this computer. My bosses see this computer. I see this computer. Purchased in April 09, it stopped working properly more than 21 days later. If you're aware of the Dell customer service policies, there is no reimbursement after 21 days. Tech wouldn't help me with any discussion without a minute by minute charge of 19.95. Now. I work three jobs for a reason. I don't have 19.95 a minute to throw at a company who should be standing behind their equipment anyway.
Later, I called back and went through other tech issues with Dell's tech team. We tried every option (updates, downloads, co-piloting my computer, replacement parts, refurbishment) and still I am in a dilemma. Can you guess why? The refurb is faulty. Vertical lines are on the screen, the processing system is incorrect, return shipping label for the first computer was not supplied as promised, the guarantee that it would be equipped with equal to or greater than additions of my original purchase did not happen... everything down to the color of the computer. The most interesting part is that the tech team assured me a refurb is a new computer that has new computer parts taken from other new computers. Yet, your refurb has more scratches and wear on it than my original messed-up purchase after nearly a year's worth of use.
Then there is your customer service and tech team. I've spent countless hours on the phone. Pull the records sir, you will see them for yourself. I've been lied to (as admitted by each consecutive supervisor, each who say the previous supervisor was wrong about Dell policies), and hung up on more times than I can count. And baby, I count pretty high in multiples of power factors. I'll draw the parabolic chart if you'd like. But let's move on, shall we? I require the Office software I purchased because of the formatting requirements of the publishing houses. Tell me, then, why my refurb does not even have any installation beyond "Works"? While you're explaining, please also explain how it is that I've purchased virus and firewall protection, was tech-told they'd transfer it over FOR ME ("we are so sorry for the inconvenience, ma'am"), yet there is no protection on my refurb.
You have very kind and calm employees. Well done, you. What you don't have is consistent product information throughout your departments. You also don't have pride in your equipment. It's abundantly clear to me that I cannot take Dell's word. If you think back to my original statement about my work environment, consider please how many times editors, authors, fans, readers ask me for my professional opinion about computer purchases. What do you think I tell them? What do you think my experience does to promote your business? Do you believe I have any reason to suggest Dell to those who ask? And I am asked multiple times a week.
I am at the point where I have said to your latest supervisor--Hm, I believe that would be "John", although I'm pretty sure that every international employee of Dell I've spoken to resides in India and I've yet to meet a native Indian named "John"--that what he could do for me now was to take both my old and refurb computers back, and fully refund my original purchase amount so I could buy a Gateway. Gateway has never let me down.
Richard at Dell, I'm disappointed. I'm frustrated. I'm beyond p*ssed and well into disgusted. Richard at Dell, I want Dell to make this right. Richard at Dell, why does it take a public forum to get any kind of customer care response... assuming of course you or anyone else at Dell actually cares enough to address this issue. I've used the normal channels, now I'm coming to you live for accounting.
What's your move? Do I get to eat my words and post about the wonder that is Dell, or do I sit on my current beliefs and say, "see world, I told you so"? It's up to you. Prove me wrong.
With every last sincere fiber of my being, Kelly Strohkirch
I will have to ask the team to look into it. Are you on Twitter? Could you follow me there, let me know it is you and then once I follow you back I could get your service tag and other info needed?
6 comments:
Thanks for sharing and happy holidays!
Andrea
So, Richard at Dell, I'm having a Dell problem and the twitter crowd suggested I bring it to you.
I write. I edit. I work for three publishers and I also have to other self-run businesses for which I use my computer. My clients see this computer. My bosses see this computer. I see this computer. Purchased in April 09, it stopped working properly more than 21 days later. If you're aware of the Dell customer service policies, there is no reimbursement after 21 days. Tech wouldn't help me with any discussion without a minute by minute charge of 19.95. Now. I work three jobs for a reason. I don't have 19.95 a minute to throw at a company who should be standing behind their equipment anyway.
Later, I called back and went through other tech issues with Dell's tech team. We tried every option (updates, downloads, co-piloting my computer, replacement parts, refurbishment) and still I am in a dilemma. Can you guess why? The refurb is faulty. Vertical lines are on the screen, the processing system is incorrect, return shipping label for the first computer was not supplied as promised, the guarantee that it would be equipped with equal to or greater than additions of my original purchase did not happen... everything down to the color of the computer. The most interesting part is that the tech team assured me a refurb is a new computer that has new computer parts taken from other new computers. Yet, your refurb has more scratches and wear on it than my original messed-up purchase after nearly a year's worth of use.
Then there is your customer service and tech team. I've spent countless hours on the phone. Pull the records sir, you will see them for yourself. I've been lied to (as admitted by each consecutive supervisor, each who say the previous supervisor was wrong about Dell policies), and hung up on more times than I can count. And baby, I count pretty high in multiples of power factors. I'll draw the parabolic chart if you'd like. But let's move on, shall we? I require the Office software I purchased because of the formatting requirements of the publishing houses. Tell me, then, why my refurb does not even have any installation beyond "Works"? While you're explaining, please also explain how it is that I've purchased virus and firewall protection, was tech-told they'd transfer it over FOR ME ("we are so sorry for the inconvenience, ma'am"), yet there is no protection on my refurb.
You have very kind and calm employees. Well done, you. What you don't have is consistent product information throughout your departments. You also don't have pride in your equipment. It's abundantly clear to me that I cannot take Dell's word. If you think back to my original statement about my work environment, consider please how many times editors, authors, fans, readers ask me for my professional opinion about computer purchases. What do you think I tell them? What do you think my experience does to promote your business? Do you believe I have any reason to suggest Dell to those who ask? And I am asked multiple times a week.
I am at the point where I have said to your latest supervisor--Hm, I believe that would be "John", although I'm pretty sure that every international employee of Dell I've spoken to resides in India and I've yet to meet a native Indian named "John"--that what he could do for me now was to take both my old and refurb computers back, and fully refund my original purchase amount so I could buy a Gateway. Gateway has never let me down.
Richard at Dell, I'm disappointed. I'm frustrated. I'm beyond p*ssed and well into disgusted. Richard at Dell, I want Dell to make this right. Richard at Dell, why does it take a public forum to get any kind of customer care response... assuming of course you or anyone else at Dell actually cares enough to address this issue. I've used the normal channels, now I'm coming to you live for accounting.
What's your move? Do I get to eat my words and post about the wonder that is Dell, or do I sit on my current beliefs and say, "see world, I told you so"? It's up to you. Prove me wrong.
With every last sincere fiber of my being,
Kelly Strohkirch
I will have to ask the team to look into it. Are you on Twitter? Could you follow me there, let me know it is you and then once I follow you back I could get your service tag and other info needed?
Hi Richard. You've been twitter friended.
Handle:
kellykirch74
Hey Binnie!
Love it!
KAW
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